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  • What is paperless billing?

  • One of my accounts is missing from my online account, what do I do?

    • Firstly, you need your Customer Reference Number for the missing account. This will be at the top of a recent bill or statement, as shown below.


      1. log in to your online account.
      2. click 'I can't see all of my accounts' in the Help and Advice panel to the right
      3. select the phrase 'Customer Reference Number'
      4. in the window that opens, enter your missing customer reference number
      5. select submit to return to your accounts page. You should now be able to see the missing account online
      6. repeat these steps for any other missing account(s)

      Still having trouble? Call us on 0800 048 0505.* We're open weekdays 8am - 8pm and Saturdays 8am - 6pm.

      *Calls may be recorded and/or monitored for quality assurance and compliance purposes.



    • View More: British Gas One of my accounts is missing from my online account, what do I do?
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    • View Answer at https://www.britishgas.co.uk/HelpAndAdvice/LookUp/?SXI=19,CASE=1401
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    • This article was generated for general information only and does not constitute legal or any other form of advice.
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  • I want to register for an online account

  • I can't remember my password

    • If you've forgotten your password you can request a temporary password.

      1. enter your email address
      2. click continue

      We'll then send you a temporary password to your registered email address. The email will contain a link to enable you to choose a new, memorable, password.

      If you're still having trouble, call us on 0800 048 0505.* We're open weekdays 8am - 8pm and Saturdays 8am - 6pm.

      *Calls may be recorded and/or monitored for quality assurance and compliance purposes.


    • View More: British Gas I can't remember my password
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    • View Answer at https://www.britishgas.co.uk/HelpAndAdvice/LookUp/?SXI=19,CASE=848
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    • This article was generated for general information only and does not constitute legal or any other form of advice.
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  • How do I unlock my online account?

    • If you've locked your online account you can request a temporary password.

      1. enter your email address
      2. click continue

      We'll then send you a temporary password to your registered email address. The email will contain a link to enable you to choose a new, memorable, password.

      If you're still having trouble, call us on 0800 048 0505.* We're open weekdays 8am - 8pm and Saturdays 8am - 6pm.

      *Calls may be recorded and/or monitored for quality assurance and compliance purposes.


    • View More: British Gas How do I unlock my online account?
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    • View Answer at https://www.britishgas.co.uk/HelpAndAdvice/LookUp/?SXI=19,CASE=851
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    • This article was generated for general information only and does not constitute legal or any other form of advice.
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  • How do I change my email address?

    • To change your email address with British Gas, log in to your online account, go to ‘Manage personal details’, update your email, and save the changes. It’s quick and easy to do online.

      🔑 Why your email address matters

      Billing alerts and payment reminders
      Service updates and appointment confirmations
      Security notifications and password resets
      Accessing your online account and app

      If your email is out of date, you might miss important messages or struggle to log in. That’s why it’s a good idea to update it as soon as you switch to a new one.

      🧭 Step-by-step: How to change your email address

      You can change your email address in just a few minutes using the British Gas website. Here’s how:

      1️⃣ Log in to your British Gas online account
      www.britishgas.co.uk → Click ‘Log in’
      Enter your current email address and password
      Use ‘Forgotten your login details?’ if needed
      2️⃣ Go to ‘Manage personal details’
      Find it on the left-hand side of your account dashboard
      3️⃣ Enter your new email address
      Type your new email and confirm it
      Double-check for typos
      4️⃣ Save your changes
      Click ‘Save all changes’
      You’ll see a confirmation message
      📝 Tip: Next time you log in, use your new email address instead of the old one.

      ❓ What if I can’t log in?

      If you can’t access your online account, you can still update your email by contacting British Gas directly:

      📞 Call: 0333 202 9802 (Mon–Fri, 9am–5pm)
      💬 Live chat via the Help & Support page
      📱 Message on X or Facebook

      📱 Can I change my email in the British Gas app?

      Open the app and log in
      Tap the menu icon (☰)
      Select ‘Account settings’ → ‘Email address’
      Enter your new email and save

      🔁 What happens after I change it?

      All future emails go to your new address
      Your login email changes too
      You’ll get a confirmation email

      If you don’t see the confirmation, check your spam or junk folder.

      🧪 How to check your change worked

      Log out of your account
      Go to www.britishgas.co.uk
      Try logging in with your new email

      🛡️ Stay safe: Protect your account

      Use a strong password with letters, numbers, and symbols
      Avoid reusing passwords from other accounts
      Enable two-factor authentication if available
      Keep your contact details up to date

      British Gas will never ask for your password or bank details by email. Report suspicious messages to phishing@centrica.com.

      🧓 What if I manage someone else’s account?

      If you help a family member or friend, you can update their email if you’re authorised. You’ll need:

      Their account number
      Their postcode
      Permission to act on their behalf

      Call or use live chat. You may be asked for proof such as Power of Attorney.

      🧾 What if I have more than one account?

      Updating your email in one account won’t update others. You’ll need to:

      Log in to each account separately
      Repeat the update steps
      Or contact British Gas to link accounts

      🔄 Can I go back to my old email?

      Yes. Just follow the same steps. You’ll need access to the old inbox to confirm the change.

      ✅ Quick checklist:
      Log in → Manage personal details → Enter new email → Save → Use new email to log in → Contact support if needed

      📚 Useful links

      British Gas Help & Support – My Account

    • View More: British Gas How do I change my email address?
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    • This article was generated for general information only and does not constitute legal or any other form of advice.
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  • I'm not receiving British Gas emails

    • If you were expecting an email from us that didn't arrive, please check your junk or spam folder. If you find the email, move it to your inbox by marking it as "safe" or "recognised".

      To make sure this doesn't happen again you need to add the British Gas domain "britishgas.co.uk" to your safe or recognised senders. You can usually do this in the options menu in your email application.

      If you're not sure how to do this, please ask your email service provider as the process can vary depending on who your email account is with.


    • View More: British Gas I'm not receiving British Gas emails
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    • View Answer at https://www.britishgas.co.uk/HelpAndAdvice/LookUp/?SXI=19,CASE=1912
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    • This article was generated for general information only and does not constitute legal or any other form of advice.
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  • How does Remember my email work, when I log in?

    • To save time when you log in to your online account, there's the option to remember your email address for next time. This means that when you next come to access your account, your email address will automatically appear in the 'Log in' box. We do this by saving a cookie - a small text file that helps store important information - to your computer.

      All you've got to do is check the box in the log in area if you'd like to remember your email address and uncheck it if you'd like to erase those details. If you're using a shared computer we recommend that you don't save your email address.


      It's worth noting that for this service to work, you must enable cookies on your computer.



    • View More: British Gas How does Remember my email work, when I log in?
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    • View Answer at https://www.britishgas.co.uk/HelpAndAdvice/LookUp/?SXI=19,CASE=1714
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    • This article was generated for general information only and does not constitute legal or any other form of advice.
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  • How to request a copy of your bill

    • If you manage your account online, you'll be able to view all your previous bills* online or if you want you can also download and save a copy to your computer. To view a copy of any of your bills, please log in to your online account and follow these steps:

      1. select your gas or electricity account, and click on 'view account'
      2. select 'View statement/bill', just below your latest account balance
      3. select the bill or statement date from the drop down menu, and select 'view'
      4. scroll down and select 'Download a PDF copy of your bill or statement'
      5. you should now be viewing a copy of your bill/statement and if you want you can save it to your computer

      Alternatively, if you'd still like a copy bill sent, you can request one, using our online contact form. Please remember to include the actual date of the bill you need.

      Just so you know your copy bill may take up to 10 working days to arrive.

      *This includes bills or statements



    • View More: British Gas How to request a copy of your bill
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    • View Answer at https://www.britishgas.co.uk/HelpAndAdvice/LookUp/?SXI=19,CASE=4247
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    • This article was generated for general information only and does not constitute legal or any other form of advice.
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  • I've made a payment but can't see it in my online account?

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